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Vos questions

I can't place an order, what should I do?

We invite you to contact our Customer Service by the phone at +33 1 58 39 39 86 or by email at

Can I cancel or modify my order?

In accordance with the regulations, you have the right to cancel your order up to 14 days after receipt of your order.

For any cancellation or modification, please contact our Customer Service, reachable at +33 1 58 39 39 86 or by email at

My order is incomplete or incorrect, what should I do?

We invite you to contact our Customer Service very quickly, by telephone at +33 1 58 39 39 86 or by email at , providing you with your order number, the name and reference of the item not received and/or incorrect.

My order has still not been delivered, what should I do?

If you have not received your Colissimo or Chronopost package within 7 days following the indicative delivery date, remember to check the situation of your package on the Colissimo or Chronopost website depending on the delivery method selected when placing your order. order.

If you cannot find your package on the carriers' websites, you can contact us by telephone on +33 1 58 39 39 86 or by e-mail:

How do I know if my order is confirmed?

Your order is confirmed upon receipt of an order confirmation email. If you have an account, you can also view the status of your order in the “my orders” section after logging in.

If your order has the status "Completed", we invite you to consult your email inbox to find our email confirming your order. You will find a tracking number at the bottom of it. We also invite you to check the “Junk Mail” or “Spam” folder in your email box, our emails can sometimes be found there.

How do I access my invoices?

To access your invoices, we invite you to contact us only by email:

Is it safe to order on the Hartford's website?

For the security of your payments, we use PayPal and Adyen for credit card payments. Adyen is our partner who secures your payments via an online payment form which encrypts your card data in a highly secure environment.

To ensure a secure transaction when paying by bank card, Adyen integrates the PCI-DSS security rules of Visa and MasterCard and uses the 3DSecure 2 protocol for online sales. These security rules protect your account against unauthorized uses on your card when you make online purchases.

With Adyen, your card payment is made directly on our website via a secure server. At no time will your card number be communicated to us. In fact, we never have access to your banking information: the transaction is done directly between you and Adyen.

You can then enter your banking information with complete peace of mind: they will be automatically encrypted to guarantee the confidentiality of the payment and avoid any risk of hacking.

What are the methods of payment accepted ?

We accept payments by Bank Cards (Carte Bleue Nationale, Visa, Eurocard / MasterCard, American Express), PayPal, Google Pay and Apple Pay.

For all orders paid by credit card, the entire amount of the order is debited from your bank card upon confirmation of the reservation.

Why is my credit card refused? What should I do if my payment was declined?

Your credit card may be declined for any of the following reasons:

  • Your card has expired. Check your card's expiration date.
  • You may have reached the card's available amount limit. Check with your bank for the authorized amount of your card.
  • One of the data you entered is incorrect. Check that you have entered the data correctly in the corresponding fields.

How to apply a promotional code?

You must enter the discount code at checkout as it cannot be applied afterwards. You must enter the code as it was given to you, without spaces, in the “Discount code or gift card” box (you will find this box at the “payment tunnel” on the right just before confirming your order ).

A few reminders for using a discount code:

  • Only one discount code can be used per order.
  • Each discount code has its own terms of use, so be sure to check them when you receive a code. Some codes can only be applied to particular items and most codes have an expiration date.
  • Some codes are dedicated to specific people or countries. The terms of use will indicate whether a code can only be used in a particular country.

Any question ? Contact us !

+ 33 1 58 39 39 86
Call us with any question !